Lead enterprise service delivery and operations for large National Accounts, overseeing a 900+ person organization and $12B+ revenue. Accountable for customer satisfaction, operational performance, risk management, talent development, and driving transformation using data, technology (including AI), and process optimization to improve NPS, persistency, SLAs, and profitability.
Description and Requirements
The Team You Will Join
Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
The Vice President, National Accounts Service and Operations is responsible for the enterprise leadership for end-to-end service delivery and operational execution supporting large, complex National Accounts customers. The role leads a 900+ employee organization with 12B+ in annual revenue across service delivery, account operations, and operational enablement, with direct accountability for customer satisfaction, operating performance, risk management, and talent depth. This is an exciting opportunity to ensure a highly differentiated, scalable service model that protects retention, enables profitable growth, and delivers a consistent client experience across the NA Group Benefits lifecycle.
Key Responsibilities
Required Qualifications
Preferred Qualifications
The expected salary range for this position is $238,800- $318,300 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
#BI-Hybrid
The Team You Will Join
Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
The Vice President, National Accounts Service and Operations is responsible for the enterprise leadership for end-to-end service delivery and operational execution supporting large, complex National Accounts customers. The role leads a 900+ employee organization with 12B+ in annual revenue across service delivery, account operations, and operational enablement, with direct accountability for customer satisfaction, operating performance, risk management, and talent depth. This is an exciting opportunity to ensure a highly differentiated, scalable service model that protects retention, enables profitable growth, and delivers a consistent client experience across the NA Group Benefits lifecycle.
Key Responsibilities
- Lead with a high degree of accountability end-to-end service and operations for National Accounts, ensuring delivery of key business outcomes across customer experience, operational performance, risk potential and financial results.
- Oversee execution against critical metrics including NPS, persistency, revenue, and SLA performance, driving accountability and continuous improvement across all service functions.
- Innovate by developing and implement a vision for our service strategy and transformation initiatives leveraging data, technology (including AI), and process optimization to enhance client outcomes and team effectiveness..
- Manage large-scale, multi-functional teams and partnerships to deliver consistent, high-quality service across complex employer clients and product lines.
- Drive use of data, analytics, and customer insights to inform decision-making, identify trends, and proactively address risks and opportunities.
Required Qualifications
- Executive leadership experience leading large, complex service and operations organizations with accountability for customer, financial, and operational outcomes
- Deep business and operational acumen within complex, matrixed organizations
- Proven ability to translate strategy into execution, driving measurable results through strong operational discipline
- Advanced data-driven decision-making capability, using analytics to inform strategy, performance management, and risk mitigation
- Strong people leadership and accountability mindset, with a track record of developing leaders and driving performance across matrixed
- Experience leading large-scale change and transformation across people, process, and technology
Preferred Qualifications
- Proficiency in data and analytics tools (e.g., advanced Excel, data visualization platforms) and ability to translate insights into business narratives
- Experience leveraging technology platforms and process optimization frameworks to drive innovation and efficiency
- Proven innovative thought leader and ability to modernize the function
The expected salary range for this position is $238,800- $318,300 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
#BI-Hybrid
Similar Jobs at MetLife
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Manage large group insurance client relationships with a focus on reporting and metrics. Serve as primary liaison, deliver client reports and insights, lead projects and implementations, drive strategic initiatives, mentor junior staff, and ensure accurate system data and documentation.
Top Skills:
ExcelMS OfficeMicrosoft Powerpoint
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Partner with U100 sales to drive small-business growth by delivering analysis, reports, dashboards, and strategic sales support. Recommend process improvements, correct operational errors, lead projects, train sales on platforms, and support renewals and financial/contract evaluations.
Top Skills:
CopilotMS OfficeSalesforce
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Provide high-level administrative support to the SVP of Disability Service & Operations: manage complex domestic and international travel, calendars and inboxes, schedule and coordinate meetings/events, prepare materials, process expenses and invoices, liaise with senior leaders and partners, and maintain confidentiality and executive-level communication.
Top Skills:
ExcelOutlookPowerPointWebexWord
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
